Providing detailed information about your issue will greatly help our support team diagnose the problem accurately and offer a timely solution.
To assist you more effectively, please prepare and share the following information when submitting your report.
1. Video or Photos of the Issue
If you encounter a malfunction, please record a video showing the problem and any error messages during operation.
If the video file is too large to attach, you can upload it to a cloud service such as Google Drive, WeTransfer, or Dropbox, and share the link with us.
If recording a video is not possible, clear photos are also acceptable.
When the issue occurs intermittently or is difficult to reproduce, please describe the exact steps you took and what happened in detail.
2. Software Version
You can check your LDS software version by following these steps:
(1) Move your cursor to the Main Menu button in the top-left corner and click Settings.
(2) Open the About LDS section.
(3) The current software version will be displayed on the right-hand side, as shown in the images below.
3. Firmware Version
You can check your LX2 firmware version as follows:
(1) Connect your LX2 device to the software and click the gear icon in the upper-right corner.
(2) Go to the Basic Information section.
(3) The firmware version number will appear on the right-hand side, as illustrated below.
4. Computer System Information
Please provide your computer’s model and system specifications.
To view this information:
(1) Type “System Information” into the Windows taskbar search field and open System Information.
(2) In the left navigation menu, click System Summary, then review the information displayed on the right-hand side.
5. Project File
Please export your project file, which contains the engraving mode and parameter settings used.
To do this:
(1) Move the cursor to the Main Menu button in the top-left corner.
(2) Click File and select Export Project File. *Attach the exported file when you contact us.
6. Product Serial Number (SN)
Locate the serial number (SN) printed on the back panel of your LX2 machine and provide it in your report.
7. G-code File
If the actual engraving result differs from the design, please send us the G-code file for analysis. You can obtain it by following the steps below:
(1) Generate the G-code file
The G-code file is created automatically after the file transfer is completed in the Preview Interface.
To generate it:
- Import the design that is causing the issue into the software.
- Configure the mode and processing parameters as needed.
- Click "Process" in the lower-right corner to enter the Preview Interface.
- Click "Process" again and wait for the file transfer to finish. Once the transfer is complete, the system will generate a G-code file for that project.
(2) Locate the G-code file on your computer
Open File Explorer of your computer and enter the following path (replace username with your actual username).
C:\Users\username\AppData\Roaming\lds\print
Example:
C:\Users\Administrator\AppData\Roaming\lds\print
The G-code file for the transferred project will be stored in this folder.
8. LDS Software Log
Software logs help us analyze hidden software issues.
To retrieve them:
(1) Move the cursor to the Main Menu button and click Settings.
(2) Go to the About LDS section.
(3) Click Open to access the folder where logs are stored.
(4) Locate the log corresponding to the date and time of the issue, and send it along with your report.
9. Device Log
- Connect to the LX2 device and click the gear icon in the top right corner.
- Go to the "Mode Settings" section.
- Scroll to the bottom and click Export, as shown in the image below.